ABOUT MISO MISO manages the electricity super highway in the Central U.S. Through use of groundbreaking research and advanced technology, our highly skilled employees ensure power flows reliably to 42 million Americans. We make certain that the right amount of electricity is generated and delivered dependably and cost-effectively every minute of every day. MISO makes this happen by operating one of the world’s largest energy markets, with $25 billion in annual transactions. We are committed to being a trusted partner to our members and we strive to be the most reliable, value-creating Regional Transmission Organization.
Operating the electricity grid, running a robust energy market, planning for a bright future – it’s what our immensely talented and dedicated team does every day.
POSITION OVERVIEW MISO’s Customer Experience (CX) commitment is to be a trusted partner to our members. Each member of the Customer Experience team is responsible for embodying this commitment as a critical measure of success as MISO strives to serve and grow our membership. This position will develop and drive implementation of an Employee Experience strategy to ensure sustainability of Customer Experience efforts. Lead the effort to create methodologies and tools to develop a customer-centric culture, this position will work closely with Human Resources in the effort to integrate a Customer Experience focus in hiring, training, socialization, rewards, recognition and communications. The position will support efforts to adopt the right technologies to enable employees to do their jobs more effectively and with a customer-focused approach.
ESSENTIAL RESPONSIBILITIES
Develop and drive execution of an Employee Experience strategy to ensure sustainability of Customer Experience efforts and to build a customer-centric culture.
Create and manage a change management process to gain buy-in and promote Customer Experience across the organization.
Develop and guide implementation of a communication plan to provide clarity and understanding on the Customer Experience vision to all employees of the company.
Create a feedback structure within the organization to ensure Customer Experience communications and messaging is clear and well understood amongst leadership and employees.
Identify opportunities and tactics to increase internal adoption of Customer Experience.
Assist with change readiness assessments to understand the organization’s preparedness for change related to Customer Experience and the potential barriers to success.
Partner with senior leadership including human resources to align the Employee Experience strategy of Customer Experience to the overall organizational strategy and assist in the alignment to corporate culture, programs and processes ensuring sustainability.
Make timely recommendations to effectively solve problems, using independent judgment consistent with standards, practices, policies, procedures, regulations, and/or law
Professionally exercise discretion and independent judgment in day-to-day work
Compliance with all processes, procedures, and standards applicable to the position including (but not limited to): SSAE16 SOC 1 (Statement on Standards for Attestation Engagements No. 16, Service Organization Controls 1), CIP (Critical Infrastructure Protection), Change Management, Tariff (Open Access Transmission, Energy and Operating Reserve Markets Tariff), FERC (Federal Energy Regulatory Commission), NERC (North American Electric Reliability Corporation), U.S. Department of Homeland Security, and NAESB (North American Energy Standards Board)
Complete all other duties as assigned.
QUALIFICATIONS
Bachelor’s degree in Business, Communications, Human Resources, Organizational Management or related field (or eight years of related work experience) required
Master’s degree in Business, Communications, Human Resources or related field, (preferred)
At least one to three years of experience managing projects or project teams
Previous energy industry experience (preferred)
To be considered for this role, apply directly on our website.
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